Widerrufsrecht

Effective Date: 1 January 2026

At BEAR COFFEE PTY LTD, we are committed to providing a fair, transparent, and hassle-free return and refund experience. Please read this policy carefully before making a purchase.

All returns and refunds are governed by this policy, and by placing an order, customers agree to comply with the stated terms.

1. Return Window

At BEAR COFFEE PTY LTD, customers are entitled to request a return of their purchased items within 30 calendar days from the date of delivery.

Key Details:

Time Frame

  • The 30 calendar days return window begins on the delivery date as confirmed by the courier tracking information.
  • Returns requested after the 30 calendar days period may not be accepted unless there are exceptional circumstances, such as items being defective or damaged upon arrival.

How to Submit a Return Request

All return requests must be submitted via email to info@bearcoffeemachine.com.au within the 30 calendar days period.

Requests submitted after the 30 calendar days window cannot be guaranteed for processing.

Include the following information in your return request:

  • Order number
  • Reason for return
  • Photos of the item (if applicable)

Important Considerations

  • The 30 calendar days period includes weekends and public holidays.
  • Customers are advised to inspect items immediately upon delivery to ensure eligibility for return.
  • Items returned outside the window or without proper documentation may be refused or returned at the customer’s cost.

Exceptions

  • Items that are damaged, defective, incorrect, or missing may still be eligible for return or replacement even if reported slightly after the 30 calendar days window.
  • For these cases, evidence (photos, order details) must be provided as soon as the issue is noticed.

2. Exchange Policy

At BEAR COFFEE PTY LTD, we do not offer direct exchanges for purchased items. This ensures the fastest and most accurate service for our customers.

  • Process for Replacements: If you wish to exchange a product for a different model or item, you must first return the original item for a refund in accordance with our Return & Refund Policy.
  • Placing a New Order: Once your return is processed and a refund is issued, you are welcome to place a new order for the desired item at your convenience.
  • Authorization Required: All returns must be initiated by contacting our support team at info@bearcoffeemachine.com.au
  • Note: Items sent back to our warehouse without a Return Authorization Number (RAN) will not be processed

3. No Restocking Fee

  • BEAR COFFEE PTY LTD does not charge any restocking fees for eligible returns.
  • Customers who return items meeting the Return Eligibility Requirements will receive a full refund of the product cost.

Key Details:

Eligibility

  • Items must be unused, in original packaging, and include all accessories, manuals, and tags.
  • Items returned outside of eligibility guidelines may be partially refunded or refused.

Refund Process

  • Once the returned item is received and inspected, the refund will be processed within 7 business days (Mon - Sat) to the original payment method.

Customer Assurance

  • No hidden fees or deductions apply for eligible returns.
  • Customers can return items with confidence knowing that 100% of the product cost will be refunded if all conditions are met.

4. Return Eligibility Requirements

To qualify for a return with BEAR COFFEE PTY LTD, all items must meet the following conditions:

Condition of the Item

  • Items must be unused, unwashed, and in original condition as received.
  • Items showing signs of wear, damage due to misuse, or alterations may not be accepted.

Original Packaging and Accessories

  • All original packaging, accessories, manuals, and tags must be included.
  • Missing components may affect eligibility or result in partial refund.

Customized or Personalized Items

  • Items that are customized or personalized are generally not eligible for return.
  • Exceptions are made if the item is defective, damaged, incorrect, or missing parts.

Inspection Tip

  • Customers are strongly encouraged to inspect their order immediately upon delivery to verify product condition and prevent delays in the return process.

Documentation

  • Photos of the product upon delivery can help support your return claim, especially for damaged or defective items.

5. Return Shipping Costs

  • Customers are generally responsible for paying return shipping costs.

Exceptions (covered by BEAR COFFEE PTY LTD):

  • Items that arrive damaged, defective, incorrect, or missing will have return shipping costs fully covered.

Recommendations for Safe Returns:

  • Always use a trackable shipping method to provide proof of return and ensure safe delivery.
  • Retain tracking information and receipts until the return is fully processed.
  • BEAR COFFEE PTY LTD is not responsible for lost parcels sent via untracked shipping.

Important Notes:

  • Using secure, trackable shipping protects both the customer and the company in case of disputes.
  • Returns sent without following the approved method may be refused or delayed.

6. How to Initiate a Return

To ensure a smooth and efficient return process, all returns must be properly authorized by BEAR COFFEE PTY LTD.

Step-by-Step Process:

Contact Customer Support

Email info@bearcoffeemachine.com.au to request a return.

Include the following information in your email:

  • Order number
  • Reason for return (e.g., defective, incorrect item, unwanted item)
  • Photos of the item, if applicable (especially for damaged or defective products)

Return Authorization Number (RAN)

  • After reviewing your request, our customer support team will issue a Return Authorization Number (RAN).
  • The RAN is mandatory for processing any return.

Follow Return Instructions

  • Customer support will provide step-by-step instructions for packaging and shipping the item.
  • It is the customer’s responsibility to follow these instructions carefully to ensure the return is accepted.

Important Notes:

  • Returns without a valid RAN will not be processed and may be returned to the customer at their cost.
  • Use a trackable shipping service to ensure the package arrives safely.
  • Keep the tracking number and receipt until the return is fully processed.

Processing Timeline:

  • Once the returned item is received and inspected, the refund will be processed within 7 business days (Mon - Sat).

7. Return Methods

To ensure your returned items are received safely and processed efficiently, please follow the guidelines below:

Approved Return Methods

Returns can be sent via:

  • Courier services (e.g., DHL, FedEx, Australia Post)
  • Postal services with tracking
  • Any trackable shipping method that provides proof of delivery

Secure Packaging

  • Items must be packaged carefully and securely to prevent damage during transit.
  • Include sufficient padding or protective material for fragile items.
  • Reuse the original packaging if it is still in good condition.

Required Documentation

  • Include a copy of the original invoice or proof of purchase inside the package.
  • Clearly write or attach the Return Authorization Number (RAN) provided by customer support.

Customer Responsibilities

  • Use a shipping method that allows tracking and proof of delivery.
  • Retain the tracking number and shipping receipt until your return is fully processed.
  • Returns sent without RAN or proper documentation may be refused or returned at the customer’s cost.

Important Notes:

  • BEAR COFFEE PTY LTD is not responsible for items lost in untracked shipments.
  • Using a secure and trackable shipping method protects both the customer and the company in case of disputes.

8. Return Address

All approved returns must be sent to the following address:

BEAR COFFEE PTY LTD
Unit 4/1 Bluegum Way, Menai, NSW, 2234, Australia

Important Guidelines:

Include RAN Number

  • Always clearly write or attach the Return Authorization Number (RAN) on the package.
  • Returns without a valid RAN will not be processed and may be returned to the customer at their cost.

Use Trackable Shipping

  • We strongly recommend using a trackable shipping service to ensure safe delivery and provide proof of return.
  • Retain your tracking number and receipt until the return is fully processed.

Secure Packaging

  • Package items securely to prevent damage during transit.
  • Include the original invoice or proof of purchase inside the package.

9. Refund Processing Time

At BEAR COFFEE PTY LTD, we aim to process refunds quickly and transparently once a returned item is received.

Key Details:

Processing Timeline

  • Refunds are processed within 7 business days (Mon - Sat) after we receive and inspect the returned item.
  • “Business days” are defined as Monday to Friday, excluding public holidays.

Inspection of Returned Items

All returned items are carefully inspected to confirm:

  • The item is unused and in original condition
  • All original packaging, accessories, manuals, and tags are included
  • No damage due to customer misuse

Items failing to meet eligibility criteria may result in partial or denied refunds.

Refund Method

  • Refunds are issued to the original payment method used during purchase (e.g., credit/debit card, PayPal).
  • Ensure your payment information is accurate to avoid delays.

Bank or Payment Processing Times

After we process the refund, bank or payment provider processing times may vary:

  • Credit/Debit Cards: 3–5 business days
  • PayPal: 1–3 business days
  • Other payment methods may vary depending on provider

Customers are advised to monitor their accounts after the refund is processed.

Customer Assistance

  • If a refund has not been received within the stated timeframe, please contact info@bearcoffeemachine.com.au with your order number and return tracking details.
  • Our team will assist in resolving any delays.

10. Customer Responsibilities

To ensure a smooth and efficient return process, customers are expected to follow these responsibilities when returning items to BEAR COFFEE PTY LTD:

Provide Accurate Shipping Information

  • Ensure that all return shipments include complete and correct address details, including postal codes and apartment/unit numbers if applicable.
  • Inaccurate or incomplete addresses may result in delayed or lost returns, for which the customer is responsible.

Follow Return Instructions and Include RAN

  • Always follow the step-by-step return instructions provided by our customer support team.
  • Include the Return Authorization Number (RAN) clearly in the package.
  • Returns without a valid RAN may be refused or returned at the customer’s cost.

Package Items Securely

  • Items must be packaged to prevent damage during transit.
  • Use padding, bubble wrap, or the original packaging to protect fragile or sensitive items.
  • Damaged returns caused by improper packaging may not be eligible for a full refund.

Monitor the Tracking of the Return Shipment

  • Use a trackable shipping service and keep a record of the tracking number and shipping receipt.
  • Monitoring your return helps ensure timely delivery and allows you to provide proof if a shipment is lost.

Report Damaged, Defective, or Missing Items Promptly

  • Any issues with received items, including damage, defects, or missing components, must be reported within 48 hours of delivery.
  • Provide detailed information and photos to support your claim.
  • Prompt reporting ensures faster resolution and reduces delays in refunds or replacements.

Important Note: By adhering to these responsibilities, customers help ensure their return is processed quickly, accurately, and fairly.

11. Our Responsibilities

At BEAR COFFEE PTY LTD, we are committed to ensuring a smooth, fair, and reliable return and refund experience for all customers. Our responsibilities include:

Providing Clear and Timely Instructions

  • We will supply step-by-step guidance for initiating and completing returns.
  • Instructions include packaging requirements, return address, and tracking recommendations.

Issuing Return Authorization Numbers (RAN) Promptly

  • A Return Authorization Number (RAN) will be provided after verifying the return request.
  • The RAN is mandatory for all returns and ensures your return is processed efficiently.

Inspecting Returned Items Carefully

All returned items are thoroughly inspected to confirm:

  • Items are unused and in original condition
  • All original packaging, accessories, manuals, and tags are included
  • Items are not damaged due to customer misuse

This ensures fair processing of refunds and maintains policy compliance.

Processing Eligible Refunds Within 7 Business Days (Mon - Sat)

  • Refunds for eligible returns are processed within 7 business days (Mon - Sat) of receiving the item.
  • Refunds are issued to the original payment method used for the purchase.

Covering Return Shipping for Certain Cases

BEAR COFFEE PTY LTD will cover return shipping costs for items that are:

  • Damaged
  • Defective
  • Incorrect
  • Missing

Responding Promptly to Customer Inquiries

  • Our support team is available to assist with questions, tracking updates, or return issues.
  • Customers can contact us at info@bearcoffeemachine.com.au for guidance at any step of the return process.

Note: By clearly defining our responsibilities, we aim to ensure a fair, transparent, and stress-free return experience for all customers.

12. Damaged, Defective, Incorrect, or Missing Items

BEAR COFFEE PTY LTD is committed to resolving issues with items that arrive damaged, defective, incorrect, or missing parts.

Steps to Report Issues:

Time Frame

  • All issues must be reported within 48 hours of delivery.
  • Late reports may not be eligible for free replacement or refund.

Required Information

  • Provide the order number
  • Include clear photos of the issue
  • Give a detailed description of the problem

Resolution

Verified cases will result in either:

  • Full refund including shipping costs, or
  • Replacement if agreed between customer and BEAR COFFEE PTY LTD

Exceptions

  • Items damaged due to customer mishandling after delivery are not eligible for free replacement or refund.

Customer Guidance

  • Prompt reporting and providing photos ensures faster resolution and avoids delays in refunds or replacements.

13. Lost Parcel Policy

At BEAR COFFEE PTY LTD, we take care to ensure that your items reach you safely. However, certain responsibilities lie with the customer to protect their returns.

Key Details:

Customer Responsibility for Accurate Addresses

  • BEAR COFFEE PTY LTD is not liable for parcels lost due to incorrect or incomplete shipping addresses provided by the customer.
  • Always double-check your shipping information before sending returns.

Trackable Shipping Recommended

  • Use a trackable shipping method when returning items to ensure proof of delivery.
  • Keep your tracking number and shipping receipt until the return is fully processed.

Assistance with Lost Parcels

  • If a parcel is lost in transit, we will assist in investigating with the courier.
  • BEAR COFFEE PTY LTD cannot guarantee recovery of untracked parcels, and customers may be responsible for the cost of replacement if tracking was not used.

14. Order Cancellation Policy

We understand that customers may need to cancel an order. Our policy ensures clarity and transparency.

Key Details:

Cancellation Window

  • Orders can be canceled within 24 hours of placement, provided the order has not yet been processed or shipped.

How to Cancel

Orders Already Processed or Shipped

  • Orders that have been processed or shipped cannot be canceled.
  • Customers wishing to return such orders must follow the Return & Refund Policy once the item is delivered.

Customer Responsibilities

  • Check the order status promptly after placing it.
  • Submit cancellation requests within the 24-hour window to avoid processing delays.

15. Lost or Missing Returns

To protect both the customer and BEAR COFFEE PTY LTD, all return shipments must follow safe shipping practices.

Key Details:

Customer Responsibility

  • Customers are responsible for using secure and trackable shipping methods for all returns.
  • Trackable shipping provides proof of return and helps avoid disputes.

Risk of Untracked Returns

  • Returns sent without tracking or via unsecured methods may be lost in transit.
  • BEAR COFFEE PTY LTD cannot guarantee a refund for lost returns that were untracked.

Best Practices

  • Always retain your tracking number and receipt until the return has been fully processed.
  • Notify customer support immediately if there are any issues with the return shipment.

16. Late or Missing Refunds

We aim to process refunds quickly and transparently, but sometimes delays can occur.

Key Details:

Refund Timeline

  • Refunds for eligible returns are typically processed within 7 business days (Mon - Sat) of receiving the returned item.
  • Business days are Monday to Friday, excluding public holidays.

What to Do if Refund is Delayed

  • If you have not received your refund after 7 business days, contact info@bearcoffeemachine.com.au
  • Include your order number, RAN number, and return tracking information in the email for faster assistance.

Payment Information Accuracy

  • Ensure the payment method used for the original order is valid and accurate.
  • Delays may occur if payment details are incorrect or the account has restrictions.

Customer Assistance

  • Our support team will assist in investigating late or missing refunds promptly.
  • We aim to resolve all refund issues quickly and fairly.

17. Items Returned Without Approval

To maintain a smooth and secure return process, all returns must be pre-approved by BEAR COFFEE PTY LTD.

Key Details:

Mandatory Return Authorization Number (RAN)

  • Every return must have a valid RAN issued by our customer support team.
  • Returns sent without a RAN may be refused, delayed, or returned to the customer at their expense.

Customer Guidance

  • Always contact info@bearcoffeemachine.com.au before shipping any item for return.
  • Follow the return instructions provided to ensure your return is accepted.

Consequences of Unauthorized Returns

  • Unauthorized returns can cause delays in refunds and may result in the customer being responsible for shipping costs.
  • Maintaining proper authorization protects both the customer and the company.

18. Policy Abuse Prevention

BEAR COFFEE PTY LTD is committed to fair and ethical use of our return policy. We reserve the right to take action if policy abuse is detected.

Key Details:

Examples of Policy Abuse

  • Repeatedly returning used or damaged items without valid reason.
  • Falsifying claims of damage, defect, or missing parts.
  • Attempting exchanges outside the policy.
  • Any behavior that violates the stated Return & Refund Policy.

Consequences of Abuse

  • Returns may be denied.
  • Future orders from customers found abusing the policy may be refused.
  • In cases of severe abuse, legal action may be pursued if necessary.

Customer Responsibility

  • Customers must act in good faith when using the return policy.
  • Honest and transparent reporting ensures quick and fair resolution for all returns.

19. Fraud, Abuse & Safety Protection

At BEAR COFFEE PTY LTD, we are committed to maintaining a secure, safe, and trustworthy shopping experience for all customers.

Key Details:

Monitoring for Fraudulent Activity

All orders and return requests are monitored for signs of fraud or suspicious behavior.

Indicators of potential fraud may include:

  • Unusual order patterns
  • Repeated return claims
  • Mismatched billing and shipping information

Actions on Suspicious Orders

Orders suspected of fraudulent activity may be:

  • Held for review
  • Canceled
  • Refunds delayed until verification is complete

Customers may be contacted for additional verification to ensure legitimacy.

Data Security and Confidentiality

  • Customer data, including personal, payment, and contact information, is handled securely and confidentially.
  • We use industry-standard encryption and security measures to protect sensitive information.
  • Data is never shared with unauthorized third parties for marketing or other purposes.

Customer Responsibility

  • Customers should provide accurate information when placing orders and submitting returns.
  • Any attempt to mislead or falsify information may result in order cancellation, return denial, or future purchase restrictions.

Commitment to Safety

  • These measures ensure a fair and secure shopping environment for all customers and help prevent abuse of our return and refund policies.

20. Business Information

Registered Company Name: BEAR COFFEE PTY LTD 

ACN: 668 276 462

ABN: 67 668 276 462

Registered address: Unit 4/1 Bluegum Way, Menai, NSW, 2234, Australia

Email: info@bearcoffeemachine.com.au

Phone: +61 452 293 886

Live Chat: Available on the website

Business Hours: Monday–Friday: 9:00 AM–5:00 PM (GMT+10:00) Australian Eastern Standard Time (Sydney)

Saturday: 10:00 AM – 2:00 PM (GMT+10:00) Australian Eastern Standard Time (Sydney)

Sunday: Closed

21. Policy Updates

  • This policy may be updated at any time.
  • Changes are posted on this page and take effect immediately.
  • Customers are encouraged to review the policy regularly before making purchases.